- Geylang Southeast (Singapore) Singapore
Kerja Sepenuh Masa Senior Manager, Business - Service Excellence [WSD], Gaji tinggi SGD 9,440 di Skills And Workforce Development Agency Southeast (Singapore) - Maukerja
Senior Manager, Business - Service Excellence [WSD]
Skills And Workforce Development Agency
Kongsi
Simpan
Lokasi Kerja
Penerangan Kerja
Tanggungjawab
The Senior Manager will play a pivotal role in driving service excellence across the Workforce Services Division, ensuring high standards of service delivery and continuous improvement.
Public Enquiries/MP Appeals Case Management
Manage the end-to-end handling of public enquiries and Member of Parliament (MP) appeals cases, ensuring timely and accurate responses that meet organisational standards. Monitor case progress, coordinate with relevant stakeholders to resolve complex cases, and maintain proper documentation for reporting purposes.
Reporting and Updates
Develop and maintain regular reporting frameworks to track service performance metrics, case outcomes, and operational updates. Prepare and present reports to management and relevant stakeholders, translating data into actionable insights to support decision-making and continuous service improvement.
Internal Checks and Customer Satisfaction Surveys
Design and conduct internal quality checks to ensure consistency and accuracy in service delivery across the division. Administer and analyse customer satisfaction surveys, identifying trends and areas for improvement to enhance the overall customer experience.
Audit Management
Coordinate internal and external audit processes, ensuring the division's operations meet compliance standards and organisational policies. Manage audit findings, and ensure various teams implement corrective action plans in a timely manner.
Knowledge Management
Establish and maintain a robust knowledge management system to capture, organise, and disseminate institutional knowledge across the division.
Staff Awards and Recognition
Manage the end-to-end process for staff award nominations and recognition programmes, including coordinating submissions, maintaining records, and ensuring timely communication to stakeholders.
Key Competencies
·
Service excellence and service quality management
: Demonstrated ability to drive service quality initiatives, manage appeals and feedback processes, and implement improvements based on data and customer insights.
·
Analytical and reporting skills
: Proficiency in compiling, analysing, and presenting operational data and reports to support management decision-making.
·
Audit and compliance management
: Strong understanding of audit processes, risk management, and regulatory compliance, with experience in coordinating internal and external audits.
·
Knowledge management
: Experience in developing and maintaining knowledge repositories, and organisational learning resources.
·
Stakeholder engagement
: Strong interpersonal and communication skills with the ability to work effectively across teams and with external parties.
·
Organisational and project management skills:
Ability to manage multiple workstreams concurrently, prioritise effectively, and meet deadlines in a fast-paced environment
.
Preferred Qualifications
Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out ************* for details on the CSP
About Skills and Workforce Development Agency
The Skills and Workforce Development Agency (SWDA) drives lifelong learning and workforce development to enable Singaporeans to take charge of their careers, learn for life, access good jobs, and grow in fulfilling careers. We enable employers to build a skilled, future-ready workforce, design quality jobs, and adopt skills recognition practices. Together with our partners, we build a trusted, high-quality, industry-relevant, and innovative ecosystem that meets the evolving workforce needs of both businesses and workers. For more information, please visit *************
Public Enquiries/MP Appeals Case Management
Manage the end-to-end handling of public enquiries and Member of Parliament (MP) appeals cases, ensuring timely and accurate responses that meet organisational standards. Monitor case progress, coordinate with relevant stakeholders to resolve complex cases, and maintain proper documentation for reporting purposes.
Reporting and Updates
Develop and maintain regular reporting frameworks to track service performance metrics, case outcomes, and operational updates. Prepare and present reports to management and relevant stakeholders, translating data into actionable insights to support decision-making and continuous service improvement.
Internal Checks and Customer Satisfaction Surveys
Design and conduct internal quality checks to ensure consistency and accuracy in service delivery across the division. Administer and analyse customer satisfaction surveys, identifying trends and areas for improvement to enhance the overall customer experience.
Audit Management
Coordinate internal and external audit processes, ensuring the division's operations meet compliance standards and organisational policies. Manage audit findings, and ensure various teams implement corrective action plans in a timely manner.
Knowledge Management
Establish and maintain a robust knowledge management system to capture, organise, and disseminate institutional knowledge across the division.
Staff Awards and Recognition
Manage the end-to-end process for staff award nominations and recognition programmes, including coordinating submissions, maintaining records, and ensuring timely communication to stakeholders.
Key Competencies
·
Service excellence and service quality management
: Demonstrated ability to drive service quality initiatives, manage appeals and feedback processes, and implement improvements based on data and customer insights.
·
Analytical and reporting skills
: Proficiency in compiling, analysing, and presenting operational data and reports to support management decision-making.
·
Audit and compliance management
: Strong understanding of audit processes, risk management, and regulatory compliance, with experience in coordinating internal and external audits.
·
Knowledge management
: Experience in developing and maintaining knowledge repositories, and organisational learning resources.
·
Stakeholder engagement
: Strong interpersonal and communication skills with the ability to work effectively across teams and with external parties.
·
Organisational and project management skills:
Ability to manage multiple workstreams concurrently, prioritise effectively, and meet deadlines in a fast-paced environment
.
Preferred Qualifications
- Background in public service, social services, or employment-related services
- Familiarity with CRM systems and case management tools
Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out ************* for details on the CSP
About Skills and Workforce Development Agency
The Skills and Workforce Development Agency (SWDA) drives lifelong learning and workforce development to enable Singaporeans to take charge of their careers, learn for life, access good jobs, and grow in fulfilling careers. We enable employers to build a skilled, future-ready workforce, design quality jobs, and adopt skills recognition practices. Together with our partners, we build a trusted, high-quality, industry-relevant, and innovative ecosystem that meets the evolving workforce needs of both businesses and workers. For more information, please visit *************
Peringatan Penting
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